FAQs
Black Friday promotions T&Cs can be found on our Terms & Conditions page.
Are you coming to our shop?
Skein Sisters
721 New Canterbury Road, Dulwich Hill NSW 2203 (cnr Kroombit Street)
Phone: 02 9554 7444
Email: info@skeinsisters.com.au
What are your opening hours?
- We are open 7 days a week
- Monday-Saturday 10am-4pm
- Sunday 11am-3pm
- Public holidays: Closed
What is your returns policy?
We accept returns within 60 days of your order being dispatched on stock items (does not include Madelinetosh dyed-to-order yarns). Please see our Returns Policy for more details.
Do you have free shipping?
Yes, we offer free shipping on orders over $200 within Australia and New Zealand, except for oversized items. For more details, see our Shipping Policy.
How do I track my order?
Once your order has been dispatched from our warehouse, you'll receive an email with the tracking details.
Can I pick up an online order from the shop?
We offer a Store Pickup service which you select at checkout. When your order is ready for you to pick up you will receive a notification via SMS. We hold store pick ups for 14 days.
My gift voucher isn't working. What can I do?
Our gift vouchers often have a complex combination of letters and numbers, and you have to get them exactly correct to make them work. If you have any trouble please let us know via email and we can sort it out for you.
Do your gift vouchers expire? And I've lost it and don't know the number.
No, gift vouchers don't expire.
If you've lost your voucher please get in touch. We can usually find it in our system if you know who gave it to you and when.
Do you offer yarn winding?
- Yes but we may not be able to provide a 'while you wait' yarn winding service. You are welcome to leave your yarn to be wound for collection at a later date.
- When ordering online you can purchase Yarn Winding for the number of skeins you want to be wound.
- We are unable to wind yarn that has not been purchased from us.
Afterpay & Zippay - is there a minimum order value?
- There is a minimum spend value of $50.
My order says it's Backorder Approved. What does this mean?
Don't worry, your order is being processed! This is simply a section in our software that helps us keep track of where your order is in our system.
If you've ordered some of the Fiddlesticks or Bellissimo yarns, you'll have seen in the description that we have loads of stock available but it's not all at our store. We have a shipment arriving at the store every couple of days to cover all your orders, but it does mean it make take a few days to be on its way to you. Your order is placed in Backorder Approved until the yarn arrives. Please be assured that we'll have your order packed and out the door as quickly as we can.
If you select Store Pick Up at checkout, please wait until you receive our text message to say your yarn is ready to be picked up.
Do you have knitting and crochet classes?
- Face-to-face and virtual private lessons are available. You can book a private class here and see all our classes here.
- Please note that there is no credit or refund available for cancellations made less than 24 hours prior to face-to-face private classes.
- Please see our Classes FAQ for terms and conditions with classes and workshops
- Classes are held in our private room within the shop, or in our new Studio at the side of the shop in Kroombit St.
Is the shop accessible for prams and wheelchairs?
- The main shop is accessible to all.
- The double doors on New Canterbury Road allow for flat access to the shop.
Where can I park?
- There is plenty of all-day and two-hour parking around Skein Sisters.
- Parking along New Canterbury Road, directly outside the shop, allows for access to the shop for those using wheelchairs or disability scooters.
How can I get there on public transport?
- We are a 10-minute walk from Hurlstone Park train station, as well as Dulwich Grove Light Rail station.
- See our Contact Us page for more information.